Air Canada says it is close to restoring its full flight schedule after last week’s labour disruption, with the airline expecting to operate almost normally by Friday, 22 August.
On Thursday, the company announced an update to its goodwill policy, confirming it will reimburse passengers for reasonable accommodation and out-of-pocket costs incurred as a result of the disruption. The policy applies to travellers whose flights were affected between 15 and 23 August.
Mark Nasr, Air Canada’s Executive Vice President and Chief Operations Officer, said the airline was working to resolve the impact on customers.
“Air Canada’s 40,000 coworkers, with their exceptional commitment and expertise, have allowed us to restore operations ahead of plan. We now expect to be operating very close to our normal schedule tomorrow. We deeply apologise to all customers whose travel plans were disrupted, and we’re committed to making things right for all customers — particularly those who were stranded during their trip. Earlier this week, we put in place a special commitment to reimburse out-of-pocket transportation costs, including on other airlines, rail, ground or ferries. Today, we are taking another step forward, delivering with our policies to make things right. This updated plan includes reimbursement for reasonable accommodation, meals, necessary transportation and other costs,” Nasr said.
Expense reimbursement policy
The updated policy allows passengers to claim costs such as hotel stays, meals, and ground transportation if they were impacted by cancellations or delays between 15–23 August. Claims must be supported with receipts and submitted via the airline’s customer relations portal.
Air Canada said claims will be processed as quickly as possible, but due to expected demand, it could take four to six weeks. The policy goes beyond legal requirements and is intended to cover “reasonable” expenses.
Flexible rebooking still available
Earlier in the week, the airline also introduced a disruption policy to cover transport expenses. Passengers whose flights were cancelled during the same period, and who arranged alternative travel because Air Canada was unable to rebook them, can claim reimbursement.
Eligible claims include:
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Passengers who received confirmation from Air Canada that they could not be rebooked, or who were offered a new flight departing more than five days after their original booking.
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Costs of flights with other carriers, provided they were in the same or a lower cabin class.
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Alternate transport such as bus, ferry, or car, provided it was the most reasonable and economical option available.
Further details on both the expense and rebooking policies are available on the airline’s website.
